CXI WEEK 3 GROUP 1.5 - SAMSUNG COMPUTERS by phương anh hoàng https://padlet.com/hphuonganh2005/kp16lud69qjw7oke en-us 2025-10-15 03:25:42 UTC 2025-10-15 03:53:51 UTC hello@padlet.com CUSTOMER PERSONA hphuonganh2005 https://padlet.com/hphuonganh2005/kp16lud69qjw7oke/wish/3632968003

  • Name: Nhật Minh

  • Age: 39

  • Location: Ba Dinh, Hanoi

  • Occupation: Business Development Manager

  • Tech confidence: Savvy, enjoys learning about tech, uses mostly for business needs

  • Goal & Motivation: Want something new to replace their old laptop, integrate technology into work seamlessly, less time to relearn computer skills, trust for big corporations and money = value

  • Challenge: Too many options to choose and not enough time to deeply research, needs more customer care and less time to learn new skills + adapt

    • ]]>     2025-10-15 03:39:40 UTC https://padlet.com/hphuonganh2005/kp16lud69qjw7oke/wish/3632968003     SIX DRIVERS OF CXS hphuonganh2005 https://padlet.com/hphuonganh2005/kp16lud69qjw7oke/wish/3632980748 COMMITMENT

    Close customer care from pre- to post-purchase, high reliability & brand trust


    FULFILLMENT

    Hands-on service, close care throughout the decision making process


    SEAMLESSNESS

    Small amount of steps and service providers involved, no hustles and concerns while buying


    RESPONSIVENESS

    Instant replies when asking for support (through CS officers and AI assistants)


    PROACTIVITY

    Consistently checking up with regular updates and troubleshooting, rather than letting customers actively reaching out


    EVOLUTION

    Consistent updates and innovation within product, with showcase of what's new everytime


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    23080453 DO NGOC HUYEN

    23080164 HOANG PHUONG ANH

    23080006 DANG HONG NHUNG

    30065192 NGUYEN THAO VY

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